Complaints
If we get it wrong.
Tell us first — most things are settled the same day on chat. If we cannot settle it, we will send you a final response within eight weeks, and you can take it to the ombudsman free of charge.
24 hours, every day
Same day
Most things are settled the same day on chat, while you are still talking to somebody.
Eight weeks
If we cannot settle it, that is the outside limit for our final response.
Free
What it costs to take it to the ombudsman if our answer does not satisfy you.
How to raise a complaint.
These are the same four ways you reach us for anything else. Say that you are unhappy and it is a complaint — you do not have to use a form or a particular form of words.
24/7
Chat
In the app, or the bubble on this page
Usually under a minute
Any time
Post
Secure Trust
100 Financial Way, Suite 300, San Francisco, CA 94105
The slowest route, and the one that leaves a paper trail.
What to send.
None of it is compulsory. It is simply what turns a complaint into one somebody can answer without writing back to ask.
01
The reference from the payment's receipt
If it is about a payment, every one in your history has a receipt, and the receipt carries the reference, where the money stands, and the reason if it was declined.
02
Which account or card it concerns
So that whoever picks it up is looking at the same thing you are.
03
What happened, and when
The date and, if it matters, the time. A payment is easier to trace with one than without.
04
What you would like us to do about it
Money back, an explanation, a decision reversed, or simply that it stops happening. Say which.
05
How to reach you
And whether you would rather have the answer by chat, by phone, by email or by post.
Receipts are in your payment history when you are signed in.
Sign inWhat happens next, and when.
Same day
We try to settle it while you are still there
Most things are settled the same day on chat. If that is what happens, that is the end of it.
Within eight weeks
A final response, if we cannot settle it sooner
If we cannot settle it, we will send you a final response within eight weeks.
After that
You can take it to the ombudsman
If our final response does not satisfy you, you can take it to the ombudsman free of charge.
SITE OWNER — REPLACE THIS
The eight-week final response and the free route to an ombudsman are the United Kingdom's complaint-handling rules. They are carried on this page because that is what the rest of this site states — not because this theme knows where you operate.
Set the timescales for the country this bank is authorised in: how long you take to acknowledge a complaint, how long until a final response, and how long a customer then has to escalate. Name the rules they come from. If any of them differ from the eight weeks stated above, change this page AND the same two sentences on the About and Contact pages, so the site does not promise two different things.
If our answer is not good enough.
You can take it to the ombudsman free of charge. Everything a regulator, an ombudsman or a careful customer needs in order to know who they are dealing with is below.
Registered entity
Secure Trust
Company number
11 482 206
Regulated by
The authority named in our terms
Before you escalate
Our terms are the agreement between us: what we are responsible for, what you are, and the limits on both. They are the document to read before you take a complaint further.
Read the termsSITE OWNER — REPLACE THIS
This site does not name an ombudsman anywhere, and this page will not invent one. Name the ombudsman or alternative dispute-resolution body a customer escalates to — its full name, its website, the address it takes complaints at, and any time limit for referring one to it.
If you serve customers in more than one country, name the body for each.
“The authority named in our terms”, above, is this theme's placeholder and not a regulator — and the terms this theme ships do not name one either. Put the real authority in both places, or a reader following that sentence to the terms finds nothing at the end of it.
Would you rather talk to somebody?
Chat and phone are open around the clock.